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Lulus has a rating of 3.6 stars from 551 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with Lulus most frequently mention customer service, great quality, and many compliments. Lulus ranks 56th among Women's Clothing sites.
This company responds to reviews on average within 2 days
The dress came on time and I gave them the correct measurements, but unfortunately it was a little too big. The customer service was amazing though. I got the dress for my sophomore prom and thankfully I have two more proms that will hopefully go well and I will be ordering again from this website. :)
Lulus used to be great and easy to buy from. I've literally been buying from them for 7 years now... however, my most recent experiences have been enough to make me never want to buy from there again. First of all, 90% of their items are CHEAP quality and are priced highly expensive. And it's only gotten worse over the years. Most of their casual clothing alone is priced between $50 - $90. Casual clothing! I'm talking about literally a tee shirt you can find at Target for $15. Two expensive dresses I bought from them, one was casual and one was formal; both of them ripped and fell apart on the first wear. You think you're getting good quality items based on the price, but you're not. I've seriously bought better quality clothing off of Amazon before. But, the thing that has recently turned me against them is their ridiculous return policy. First of all. Lulus sizing is constantly off. It's never been consistent for as long as I've been ordering from them. But, I am also someone who is in-between sizes. So I usually have to purchase an item in different sizes to see which one fits better. Which means that I end up returning the sizes that don't fit. However, Lulus now has a policy where if you return over a certain amount of money/certain amount of your orders within 6 months to a year, they will put your account on a "modified return policy". They are also supposed to warn you and inform you if they're going to do this to your account. They did NOT warn me, nor did they inform me that they did this to my account. I only found out that my account was placed on this policy because when I tried to return an item, it told me I could only receive store credit for it and that my account is also subject to being blocked from ordering from them anymore. When I complained about this, they told me that it should've been clear upon checkout, and that I should have seen it there. But nope! I checked out like I always have and everything was exactly as it always is. So let me see if I understand this correctly... they price all their items at unreasonably high amounts, their sizing inconsistently varies, and yet they expect you to get your size correct and expect you to like everything you order or else your account gets penalized for returning items back too much. How is this fair to people who fluctuate in sizing and are not always consistent in clothing? Do they expect all of their customers to look like the models on their website? Do they expect people to like how every single thing looks on them? Maybe if the items were actually worth their prices, people wouldn't have to return so much. I mean really... who wants to pay hundreds of dollars for clothing that's not even gonna last long? It's just very unfair. This is an ONLINE clothing store. It's not like customers can just come in and try on clothes to see if they fit. I have never experienced a store (online or an in-person) that has a policy like that. People should be able to purchase and return as much as they want without getting penalized. They clearly implemented this policy because they just care about how much money they're losing from returns. Oh and one more thing. They recently started charging restocking fees on every return. Most retail stores only charge restocking fees if you return an item that's damaged or has visibly been worn. Well now at Lulus, even if the tags are intact and it hasn't been worn or even opened, they will still charge you a restocking fee. And yes, I confirmed that with a customer service rep. She said it's a new fee that they are charging on any returns. Like really... Anything else y'all want to do to prevent customers from getting their money back? I will no longer be purchasing from here. I can't continue to buy from a place that doesn't value their customers. No customer should ever be penalized for needing to return items that don't fit them or that they don't like. I have loved Lulus for a very long time but, they have completely lost my loyalty. Time for me to find a new and better place to shop. I hope this helps to warn other customers.
I ordered a dress for an event and was sent not only the wrong dress but the wrong size. I've been ordering from Lulu's for years and unfortunately this isn't the first time this has happened. I was happy enough with the look of the replacement dress, but it's two sizes too big and will need to be taken in. There is no time for a return because I fly out Wednesday and the correct dress (if they even send the correct dress, I really don't trust their warehouse at all at this point) isn't due to arrive until Tuesday. I can't wait until Tuesday to find out if the dress arrives or not as I need to make alterations to the dress I have. I was happy with the customer service in that she did try to work with me and give me options, but I feel like in a case like this where I'm going to have to go spend more money because of the company's mistake they could at least offer some store credit or something as an apology.
I am extremely happy with here
Their products look exactly like the pictures, and if you go by heir size guide, fit well! I'm always iffy about ordering clothing online, but the lulus sizing charts are very accurate and reliable, so I never worry about whether something is going to fit or not! They never fail to disappoint! Would highly recommend trying them out.
Hi Brittney,
Thank you for your review! We're glad that you have found our products to be true to their photos, and that the sizing is consistent. We noticed you rated your experience 3/5 stars. If you have any feedback on how we could improve, please get in touch with our customer service team (lulus.com/customerservice). We listen closely to our customers' feedback and would love to hear from you!
Have a great day! XOXO
I am always a bit skeptical ordering clothes online that appear to be well made AND affordable but Lulus did not disappoint. I ordered 3 evening gowns to choose from for an upcoming wedding. They all were delivered in a timely manner and when I shipped the other 2 dresses back there was no hassle in getting my money back. I will order from here again, for sure.
Honestly, I'm very upset with my purchase. My dress was expensive and is cheap and pretty ugly. Duties are extremely high for Canada, so I highly recommend you don't order from here if you want to pay $75 on top of your order.
Hi, Nicole! We’re truly sorry to hear of your disappointment in the dress you received and that your purchase ended up costing more than expected.
Duties and taxes are imposed by your country's government because you are importing items. They are not related to Lulus.com, so we cannot predict their cost or control how you are charged. We also have a disclaimer at checkout to give our international customers a heads up that customs fees may apply, as we never want these fees to come as a surprise!
If you have any concerns about the amount you paid for customs fees we suggest contacting your respective Customs Department directly. As they calculate and collect these fees, they should be able to provide further insight.
If there is anything we can help with from here, please do let our Customer Care team know and we would be happy to do what we can.
Best, xo
I have zero negative things to say about Lulu's online store. And frankly, I'm very appalled by all the recent negative feedback. I have been shopping at the site for only 6 months and have made over ten successful transactions, but most importantly have been more than pleased with my purchases! They're the whole package; up to date fashion, great deals, and above average customer service! I will recommend this company to any chic gals!
Thank you so much, Janette! We love our customers and strive to provide the highest quality customer service possible :) Please reach out if there is ever anything we can assist with!
XOXO
Lulu*s
I have ordered from Lulu's several times, and I've always had great experiences. This isn't a site with stolen pictures and crappy merchandise, it's the real deal. It takes a little while to receive your refund when returning items, but that doesn't bother me. They actually refund your money amd they have great clothing, jewelry and shoes. I'd definitely recommend Lulu's. Not another overseas scam site.
Just be aware, that you need to pay a huge duty/tax. I ordered dresses for $180 CAD and paid an additional $77 CAD in duties. Dresses are made in China and are of medium quality: better than Shein, but worse than H&M or Le Chateau. I will not be ordering again. Customer service was nice, and dresses arrived in 10 days.
Products used:
Dresses
Lulu's has the best customer service I've come across in a long time =) I had an issue receiving an email from them, and they were quick to help me every time I emailed or called until it got settled. They are an amazing website & business! <3 you LuLu's!
This site is awesome, easy to shop, get outfit ideas or just browse. I check in almost daily. It's easy to look at past purchases, create new outfits or remember an oldie but a goodie. There customer service is excellent, and returns with an account credit of 5% is genius.
Lulu's not only had great clothes for any occasion but they have awesome customer service. I'm not very tech savvy and I didn't see that the shipping notification came in a different inbox. I emailed them asking if there was something wrong with the order and they kindly explained to me that it had been shipped and had even given me the tracking number. They also emailed me back right away. I will definitely be continuing to shop at Lulus and spreading the word about their adorable clothing!
Their items always look more expensive than what they actually cost and fit great! Even when I received an item that had a small stain they were awesome about the return and quick too. I plan on reordering from them just because I know they have awesome customer service.
Extra charges!
I ordered 7 outfits on lulus.com. The total was 375.00 US dollars. Converting to Canadian is never fun but I was excited for my purchases. I was SHOCKED when I went to pick up my order from the post office that I had to pay an additional 135.00 to receive my package. This is extravagant. I order online often from other sites and have never encountered anything like this. Extortion. I will NOT be ordering from this company again... and if you are from Canada or anywhere outside of the USA I would seriously reconsider your purchase. The savings do not equate.
Hi Shauna,
Thank you for taking the time to leave a review. I am so sorry to hear that the customs fees exceeded the expected cost upon delivery. Customs fees such as duties and taxes are applied by the Canadian Border Services Agency when items are imported. As they are applied by your country's government, we have no way to control or predict their cost so it's disappointing for me to hear that they were more costly than expected.
I reached out to you via email regarding your order, in hopes of helping as much as I can! I refunded your original shipping fee and applied a 20% coupon code to your order in hopes of helping to off-set the cost of these duties and taxes. I've also sent you a $25.00 store credit as a gesture of apology.
I hope this helps. If you do have any further questions please feel free to respond via email, and I'll gladly assist you! We really appreciate you sharing your feedback, as we're always trying to find ways to improve the online shopping experience we provide.
Have a lovely day! XOXO
Ordered 2 dresses to the Uk for £85 or £127 including postage. When delivered I had to pay an extra £14.40 vat charge and £8 royal mail handling charge. Be warned as there is no warning when at paying stage on website. Makes dresses 25% more expensive. To be fair dresses were nice!
Bought a couple of things from lulus and had no issues at all. Items were sent very quickly and arrived in great packaging. Also, the site has such a huge variety of items that there will be something for everyone, no matter what you're into. The prices are also really good too.
Lulus has the most creative way to guarantee you get the right size! Make sure you read the reviews, as they'll help guide you in what the fit will be like on someone who has the same body type! This was the #1 reason I shopped here instead of somewhere else. It's hard shopping online when you have a very specific body type, but Lulus makes it easy!
I was very excited to order from here after my friends' recommendation. I had two events 6 and 8 weeks out, so I ordered 3 dresses and express shipping to be safe. After a month the package never came. When I contacted lulus they took a week to investigate and then told me my package was lost. They said that I should shop somewhere else because they couldn't guarantee anything would arrive on time. Why would you offer different shipping methods then? I really wanted to try these dresses but they talked me into a refund. I was hoping they would offer better solutions. Incredibly disappointed. Will not be shopping here again and neither will my friends.
Tip for consumers:
Don't.
Hi Christina,
Thank you for taking the time to leave a review! I'm so sorry your order didn't arrive when it should have! I see a Customer Care supervisor reached out and helped set up a new order that should arrive to you in time.:)
Enjoy the rest of your day! XO
I actually received my order in a timely fashion however the size they put in the shipment was NOT the size I ordered. My email receipt and packing slip had the accurate size on them but what I got was not it. Ok, mistake no big deal. However, I have been trying to contact them for 3 days via email, phone calls, and live text on their website with ZERO response or follow up at all. I will be refusing payment and never ordering from them again.
Hi Jill,
Thank you so much for leaving your review. We are so sorry to hear of this inventory mistake and for our longer reply time than usual. We are currently experiencing an influx of contact and we are working as quickly as we can to make sure we respond as quickly as possible. If you could please provide your Lulus order number, we'd be more than happy to personally reach out and have this taken care of for you right away.
We look forward to your reply! Xo
Two items I bought looked better in the photos. Fabric was thin and Leopard print skirt looked like a slip. I'll wear it once or twice so that's worth it for the price of what $16. The burgundy dress is an inferior cut and looks awful on me. But it was also very inexpensive so this was a cheap gamble but not going to try it again.
Hi Rachel,
Thank you for your review! I'm so sorry to hear that you weren't satisfied with your recent order. We never want to leave a customer dissatisfied with their experience, so one of our team members has reached out to you via phone and email in hopes of providing assistance. We would be happy to help coordinate a return if you'd like to send these items back to us. Please don't hesitate to contact us with any questions or concerns. We're eager to help however we can, as we'd like to regain your trust in us as a company!
Hope we hear from you soon! XOXO
I made the mistake of trusting this company.
I ordered a pair of black flats 3 months ago during winter and only tested the size but did not put it to wear immediately (since it's the winter and the outside is too cold for flats). I took them out recently and to my surprise after just a couple of wears the side has completely came apart and the bottoms of the shoes were worn very quickly.
I contacted their customer service and they refused to do anything. I attempted to review this item to warn future customers but could not even find this item anymore as their products seem to come and go quickly and there is no way to provide feedback what-so-ever.
I procrastinated buying a bridesmaid dress, and to my dismay I received it with a stain on the front. To be clear, the stain was likely from the place it was packed, not from wear. I contacted customer service asking them to be reimbursed for dry cleaning fees and they were more than happy to oblige $30 back on my $110 dress-impressive!). They also gave me 15% off my next purchase. All of the bridesmaids in the wedding party have ordered with lulus and we have all had fantastic experiences with customer service (someone was shipped shoes instead of a dress, oops). The way the one star reviews are worded lead me to believe that the reimbursement or promotions offered as reparation are less to those who do not approach these situations in a calm and open manner. Don't bite the hand that feeds.
We had an issue with one of the dresses we ordered. The customer service person was so helpful and caring. She immediately shipped out a new dress to be there in 2 days for my daughter to have in time for her dance.
Awful company. Paid over 200 dollars for my order. Its 44 days later and still no sign. All their customer service did was send me a tracking number, didn't even bother to check the tracking information themselves. Clearly shows no update to the tracking history since 3 days after I placed the order. Rang my local post office and they confirmed that its up to Lulus to check this out as they also have no further tracking information. Ive asked for a refund - no response from them. First and last time I will ever order from this company again.
Hi LL,
Thank you for taking the time to write a review. We're truly sorry that your package's transit it taking longer than expected! One of our team members has reached out to you directly via email in hopes of providing further assistance with this.
Due to the current events with COVID-19, transit times for international packages are expected to be delayed. It does seem your package is experiencing this impact, however it scanned in transit yesterday (May 12th, 2020) so it is on its way to you!
As the delivery time is taking longer than anticipated, we have issued you a refund for your original shipping cost. These funds should reflect back to your account within a few business days depending on your bank's policies.
We apologize again for the impact these extenuating circumstances have had on your order's transit. If you have any additional questions or concerns, please feel free to respond to the email we sent you! We would be happy to help however we can.
Enjoy the rest of your day! XOXO
I have bought two shirts. Both beautiful and unique. Very good quality, very low prices, fast shipping, good tracking process. And offered to swap it for a larger one instead, I will definitely order again in the future.
I had placed 2 orders from Lulu's on consecutive days. The packages shipped, however they never arrived. But not to the fault of the company. They were great throughout the entire process and promptly processed refunds while working with UPS and USPS regarding the lost packages. Their customer service is great and I would honestly recommend. I will order again even though my packages never made it the first time... lol
Have ordered from LuLu's many times. I recently placed an order and they shipped me the wrong size. I understand that errors can sometimes be made and although unfortunate, I was refunded the amount for the dress, plus shipping and was also given a $15 credit! Very happy with the employee at Lulus who helped me resolve this issue and listened to my frustrations. Customer service is everything. I will continue to shop at LuLu's now that I know that this is how issues are dealt with.
* Lulus attempted to help this customer through the Sitejabber Resolution Center, but the customer did not respond
Lulus.com is the style destination for trendsetters worldwide! Fans covet the popular Lulus label, emerging designer mix, and favorite go-to brands!
Hi, Amber! Thank you for your review. This does not sound like a typical Lulus experience at all and we are so sorry that this happened. If you could please provide your order number, we would love to personally reach out to ensure you're feeling taken care of.
We hope to get in touch with you soon! Xo